At ExtraHop, we’re on a mission to protect and empower the connected enterprise. We reveal what is happening in the very infrastructure that sustains businesses, lives, and communities, and ensure the integrity of networks, data, systems, and processes. Organizations rely on ExtraHop to provide visibility into the cyber threats, vulnerabilities, and network performance issues that evade their existing security and IT tools. With this insight, organizations can investigate smarter, stop threats faster, and keep operations running.
Our mission is fueled by a profound social and moral responsibility to be the best at what we do, ensuring a secure world where everyone can thrive. If this sounds like a place you’d like to spend the next chapter of your career, we’d love to hear from you.
At ExtraHop, we’re redefining how businesses secure their digital environments through industry-leading Network Detection and Response (NDR). Our mission is to give customers complete visibility and control over their network to detect and stop threats faster. As we continue to expand, we’re looking for a Customer Success leader to drive outcomes and growth across our customer base.
If you’re passionate about building high-performing teams, delivering measurable business impact, and strengthening executive-level customer relationships—this is your opportunity to lead, influence, and scale.
Position Summary
As the Sr Manager of Customer Success, you will lead a regional team of CSMs supporting a diverse portfolio of customers—from strategic enterprises to growing mid-market accounts. Your mission is to ensure customers across the region achieve meaningful outcomes with ExtraHop, adopt our platform fully, and become loyal advocates who renew and expand their partnership with us.
You’ll collaborate cross-functionally with Sales, Solution Engineering, Renewals, Marketing, and Product teams to ensure a seamless customer experience. You will also be responsible for hiring, mentoring, and scaling a strong regional CS team, developing consistent, data-driven processes, and using technology—including AI—to drive scale and impact.
Key Responsibilities
- Define and execute the Customer Success strategy,
- Lead and manage a growing regional team of CSMs across multiple customer segments and touch models (high-touch to digital-touch)
- Partner closely with Sales, Renewals, SEs, and Channel teams to align on customer value, expansion, and retention opportunities
- Engage directly with key customers and executive stakeholders, building trusted advisor relationships
- Build and refine standard processes and playbooks to drive consistency, efficiency, and scale in customer success practices
- Leverage customer data, product telemetry, and AI-based tools to proactively manage customer health and outreach
- Monitor and improve regional metrics such as net dollar retention, churn, adoption, and CSAT/NPS
- Recruit, develop, and retain top CSM talent in the region; foster a culture of excellence, growth, and accountability
Required Qualifications
- 10+ years of experience in Customer Success, including 5+ years leading teams—preferably in a B2B SaaS, cybersecurity, or networking environment
- Proven success in driving customer retention, expansion, and product adoption in a leadership capacity
- Strong understanding of customer lifecycle management, stakeholder engagement, and customer health frameworks
- Track record of building trusted cross-functional relationships and influencing without authority
- Passion for developing people, leading by example, and building high-performing, mission-driven teams
- Analytical mindset with experience using CS platforms, CRM systems, and digital CS tools
- Excellent communication and executive presence
- Work cooperatively with others within the organization and other cross-functional stakeholders.
- Work well in fast-paced, high-stress environments.
- Has predictable, reliable attendance.
The salary range for this role is $145,000 - $165,000 with a 85/15 split + benefits
ABOUT EXTRAHOP
ExtraHop is reinventing Network Detection and Response (NDR) to offer enterprises unparalleled visibility, context, and control against emerging threats. The platform integrates NDR with Network Performance Management (NPM), Intrusion Detection Systems (IDS), and forensics, providing a single, comprehensive solution. By decrypting and analyzing complete packet-level data at wire speed and leveraging cloud-scale machine learning, ExtraHop empowers Security Operations Centers (SOCs) to detect, investigate, and remediate modern cyber risks in real time across their entire hybrid infrastructure, including data center, cloud, and SASE environments.
This comprehensive approach and market innovation have earned ExtraHop unique recognition as the only NDR vendor acknowledged as a leader by all major analyst firms, including the 2025 Gartner® Magic Quadrant for Network Detection and Response™, the 2025 Forrester® Wave for Network Analysis and Visibility, the 2024 IDC® Marketscape for NDR, and the 2025 Gigamon® Radar Report for Network Detection and Response. Since 2007, ExtraHop has consistently helped organizations worldwide extract in-depth network telemetry and contextual insights, affirming its commitment to protecting and empowering the connected enterprise.
OUR VALUES
Our culture is rooted in our five Values. These set the expectations for how we work individually and collectively as a team.
Lead with Purpose: We are driven to deliver results that create a positive impact for our customers, partners, and colleagues.
Act with Integrity: We operate with transparency, authenticity, and always in the best interest of the company.
Find a Way: We are resourceful, tackle hard problems with a sense of urgency and ownership, and do what it takes to get the job done.
Innovate: We listen to customers, partners, and the market, and respectfully push boundaries and challenge the status quo.
Share Success: We run together, we win together. We value diverse perspectives, hold space for all voices, and achieve the best results as a team.
BENEFITS
Employees' wellbeing is top of mind for the ExtraHop team. Employees and their families will have the option to participate in the following benefits:
- Health, Dental, and Vision Benefits
- Flexible PTO, Sick Time Prorated Based on Date of Hire, and All Federal Holidays (US Only) + 3 Days of Paid Volunteer Time
- Non-Commissioned Positions may be eligible to participate in the Annual Discretionary Bonus Plan
- FSA and Dependent Care Accounts + EAP, where applicable
- Educational Reimbursement
- 401k with Employer Match or Pension where applicable
- Pet Insurance (US Only)
- Parental Leave (US Only)
- Hybrid and Remote Work Model
Our people are our most important competitive advantage, leading the charge against cyber criminals. Join the fight today!
To learn more, visit our website or follow us on LinkedIn.
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